FAQ’S Tesco Mobile Ireland

Post Pay

My Contract

1. How and where can I find the terms and conditions of my contract?
   1. At the time of signing up
   2. During the lifetime of the contract

1. 1. The terms and conditions of your contract were presented to you at the time of sign up – as part of the sign up process customers must review, agree to and sign a Contract Form which details on the back of the form a Summary of the Key Terms & Conditions and details where the full set of the General Terms are available on the website. Dependent on whether the customer signed up in-store, online or via telesales would dictate how the terms were provided i.e. hardcopy in-store or electronically via email for online and telesales agreements) Note following example of the Contract Form which all customers must review, agree to and sign: Tesco Mobile Contract Form
   2. The General Terms and Conditions and plan specific terms and conditions if applicable are available on our terms and conditions page at any stage throughout the contract.

Phone

2. Where are the charges for the phone service listed, including the reasons and amounts?

2. The charges for handsets are presented on the Tesco Mobile website. See our latest range, they are also available at your local Tesco store. All charges related to bill pay services are accessible from our help centre detailing your bill pay and plan

3. Do I own the phone that I entered into contract for? If not when will I own it?

3. No, not until the agreed minimum term has expired or at point of upgrade, whichever event happens first

4. If I exit the contract early (before the end of the minimum term), do I own my phone?

4. No, as per the agreed terms and conditions of the contract the handset remains the property of Tesco Mobile Ireland until you pay any outstanding charges and the recurring monthly charges for the remainder of the Minimum term.

5. If I exit the contract early, will I have to owe anything further to own the phone?
   1. If 18 months early
   2. If 12 months early
   3. If 6 months early

5. Yes, dependent on when the customer exits the contract will dictate how much of an early termination fee / cancellation fee will apply. As per Term 5 states on the Contract Form ‘Your agreement with Tesco Mobile is subject to a Minimum Term (see above for details). If you terminate the agreement within the Minimum Term, you must provide us with 30 days’ notice and you must also pay any outstanding charges and the recurring monthly charges for the remainder of the Minimum term.’

6. If I exit the contract early, is an early terminination fee owed for the phone and the service? If so how is this calculated for each?

6. Yes, the early termination fee is applied to the agreed monthly charges which applies to the costs associated with providing the service and the handset. It is not split out.

7. Are there restrictions on my use of my phone on other networks?

7. Generally all phones are locked to the service provider’s network and therefore only Tesco Mobile SIMs can be used in Tesco Mobile handsets in order to use the Tesco Mobile service and plan you have availed of.

8. Are there restrictions on my use of my phone on other networks?

8. You can apply for your network unlock code by contacting our customer care team via Chat, Twitter, Facebook, see our contact support page for direct links, or by calling our customer care team free on 1903 from any mobile or landline or alternatively on 1749 from your Tesco Mobile handset which is charged at 20c regardless of the call duration. More information on unlocking your phone can be found here.

9. Is there a charge for unlocking my phone, and if so why?

9. There is no charge for unlocking your phone, subject to the terms and conditions of the contract being fully met.

10. Where can I find information on the process and charges for unlocking my phone?

10. More information on unlocking your phone can be found in our help centre.

11. Who do I contact to unlock my phone?

11. You can contact customer care using the multiple means detailed above and explain that you want your device unlocked.

12. How long will it take to unlock my phone successfully?

12. Depending on the make/model of your phone it can take between 2 and 25 days for us to source the code from the manufacturers, the timeframe is dependent on the manufacturer. We will request your Unlock code within 24 hours of receiving your request. And once we have the Unlock code for the phone, we will send it to you via text, along with the instructions for entering the code.

PrePay

My Contract

1. How and where can I find the terms and conditions of my contract?
   1. At the time of signing up
   2. During the lifetime of the contract

1. 1. All prepay terms and conditions are available on our terms and conditions page. Prepay customers at the point of sale generally purchase a prepay handset and sim and should they top up in order to avail of Tesco Mobile’s prepay services this will dictate what prepay services they have agreed to avail of for a 30 day period minimum. The customer is informed of the applicable terms and the starter pack which includes the SIM, details where the full set of terms are available.
   2. The prepay terms and conditions are available on our terms and conditions page throughout the lifetime of the prepay service.

Phone

2. Do I own the phone that I entered into a contract for? If not when will I own it?

2. Yes

3. Are there restrictions on my use of the phone on other networks?

3. Generally all phones are locked to the service provider’s network and therefore only Tesco Mobile SIMs can be used in Tesco Mobile handsets. In addition, in order to use the Tesco Mobile service and plan you have availed of you must use the Tesco Mobile SIM as provided.

4. How can I unlock my phone so that I can use it on another network?

4. You can apply for your network unlock code by contacting our customer care team via Chat, Twitter, Facebook, see our contact support page for direct links, or by calling our customer care team free on 1903 from any mobile or landline or alternatively on 1749 from your Tesco Mobile handset which is charged at 20c regardless of the call duration. More information on unlocking your phone can be found here.

5. Is there a charge for unlocking my phone, and is so why?

5. Yes - the account must be topped up by a minimum €150 or be with Tesco Mobile for 9 months or more.

6. Where can I find information on the process and charges for unlicking my phone?

6. More information on unlocking your phone can be found in our help centre.

7. Who do I contact to unlock my phone?

7. You can contact customer care using the multiple means detailed above and explain that you want your device unlocked.

8. How long will it take to unlock my phones successfully?

8. Depending on the make/model of your phone it can take between 2 and 25 days for us to source the code from the manufacturers, the timeframe is dependent on the manufacturer. We will request your Unlock code within 24 hours of receiving your request. And once we have the Unlock code for the phone, we will send it to you via text, along with the instructions for entering the code.